Karen Mishra sat in on Howard Schultz's webcast today and pulled five great points from the Starbucks experience that can serve as a guide for each of us. This one struck me:
5) Customers want to buy from companies whose values are like their own, so customers will buy from Starbucks because they appreciate that Starbucks gives their employees health benefits and that they buy coffee beans at a fair price. This also builds trust with customers.
The same holds true for all our team transactions, doesn't it? We want to work with -- and perform for -- those for whom we have respect and trust. That relationship is key, and something hard-won. The lessons that come from recent Starbucks leadership experience illustrate a terrific way to set goals and drive toward adoption of new processes and procedures with buy-in. Case in point: baristas have a daily goal: enhance someone's day. If there was ever a focused and appropriate objective for frontline customer service personnel, that's it!
A great (and quick!) read from Mishra to start your day today!